Short answers to the questions that come up in nearly every rollout. Device and recording issues live in Recording on Mobile; integration specifics in Integrations; anything else, email support@craftflow.com.
Rollout
How should we introduce Craft to the team?
As a development tool: real-time support, self-review, better notes, focused coaching — then the clear expectation that appointments get recorded. The team launch run-of-show covers the session; Driving Adoption covers the framing and objection scripts.
What if a rep says Craft is surveillance?
Show, don’t argue: how the team uses recordings for coaching, self-review, and shared learning — and have leadership state plainly what managers review and what the program will never be used for. The strongest move is the manager going first with their own film.
Why should a top performer use Craft?
“You’re the benchmark — your recordings set the standard for what good looks like here. Plus, even the best athletes have coaches.” Their film becomes the team’s training library.
What should we prioritize in the first week?
The recording habit and technical fixes, nothing else. Praise clean adoption publicly; handle resistance privately. Don’t launch every feature or argue over every score in week one.
How do we know whether adoption is working?
Track behaviors: recording coverage, rep self-review, manager coaching activity, and whether coached behaviors change. Business outcomes follow — judge them from enough recordings, not from week two.
We launched months ago and it stalled. How do we relaunch?
Diagnose first (recording rate, manager review counts, the actual complaints), then run the team launch again — name what went wrong the first time, and lead with what nobody discovered: Checkpoint, roleplay, Ask Craft.
Coaching and scorecards
How much time should managers spend in Craft?
15-30 focused minutes a day beats occasional marathons: flagged moments, comments, examples for the team meeting. Nobody listens to every full appointment — key moments exist so you don’t have to.
How should managers use comments?
Specific feedback on the exact moment, weighted toward wins early in the rollout — reps decide in the first two weeks whether the system is for them or against them. “Great work driving the pain at 31:30” builds the loop; silence kills it.
What if a rep closes the sale with a low score?
The sale is the outcome; the score measures what makes success repeatable. Celebrate the close — and if closers keep scoring low on the same step, that’s a calibration signal, not a rep problem.
How should we calibrate the scorecard?
Review representative examples with managers in the first few weeks — sold, unsold, oddballs. Sharpen vague criteria, soften rigid ones to their purpose, keep non-negotiables explicit. Score outcomes of each step, not exact script wording. Full guide: Scorecard Best Practices (contact center version).
Can the score be hidden from reps while managers still see it?
Not currently. During calibration, point reps at the feedback rather than the number — and tell new hires to ignore the score entirely for their first two weeks.
Consent
Do reps need to tell customers they're recording?
Follow your company’s legal policy in every jurisdiction — Craft doesn’t replace legal guidance. Many teams disclose the AI note-taker everywhere regardless, because asking is better rapport.
What should the rep say?
“Do you mind if I use my AI note-taker so I can stay fully present and give you the best possible service?” One approved version, used by everyone.
What if the customer declines?
Respect it, no pressure, and follow your company’s process for documenting the appointment without a recording.